Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)

Retail customers expect service in under 3 minutes

The study of 2,000 UK consumers revealed that 43% believe in-store experiences are failing to keep up with the times, as online retail continues to become more intuitive and effective. It also found tht, in general, shop assistants' product knowledge is simply not up to scratch; 37% voted this as the most annoying trait of sales staff, with more than one in five choosing to answer their in-store questions on their personal smartphones rather than asking a sales assistant. Technology was referenced throughout the findings as a source for improving customer service - one in three (34%) said assistants should be armed with tablets.

To support the UK Shopper Satisfaction Study, Red Ant partnered with Imperial College to better understand retailers' opinions on the growing use of employee-facing mobile technology on the shop floor. Based on interviews with corporate executives from 17 high street retail brands, decision makers from across the business spectrum are curious about mobile solutions but there is still a cautiousness that stems from a lack of education; examples include "vague knowledge of the functionalities" and "how such systems could add value to their business".

UK high street retailers acknowledge that the implementation of mobile is a cultural shift for businesses, as well as a technological one, but claim it's a small step toward a future-ready strategy.

One leading women's underwear retailer, and early adopter of employee-facing mobile technology, reported staff initially using their tablets as a "shield" and highlighted the importance of an "in-depth on-boarding programme". Retailers that have embraced in-store mobile technology evident significant success, with a well-known consumer electronics brand stating "It engages customers, enabling a much better demonstration of what a product is capable of doing and the functionality of a product... standing beside somebody and sharing something on an iPad, I think … the quality of contact is much higher".

According to Dan Mortimer, CEO for Red Ant, "Clearly the service experience on many of the UK's high streets is failing to meet consumer expectations. Online commerce has evolved and improved significantly over the last five years, so it's perhaps unsurprising that in-store retail is starting to feel a bit underwhelming in comparison. Progressive retailers should be looking at ways that they can take the best of ecommerce, integrate it into in-store environments, and use it effectively to improve the customer experience."

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)